Intermediary Telephony Team Manager

TN United Kingdom; Cheadle; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking an Intermediary Telephony Team Manager to lead a dynamic team in delivering exceptional service to broker partners. This role focuses on coaching, training, and supporting team members to achieve KPIs and SLA standards while enhancing the customer experience. If you have a passion for people management and a background in mortgage lending, this position offers a unique opportunity to make a significant impact in a collaborative environment. Join a company that values diversity and is committed to helping individuals and businesses achieve their property ambitions.

Benefits

26 days holiday plus bank holidays

Birthday day off

Buy & sell holidays

Discretionary annual bonus

Life assurance

Critical illness cover

Health cash plan

Private medical insurance

Free access to company holiday homes

Travel season ticket loans

Free local gym access

Qualifications

• Proven experience in managing teams and delivering exceptional service.
• Strong skills in coaching and developing team members.

Responsibilities

• Lead and support an inbound telephony team to maximize sales opportunities.
• Monitor and improve SLA standards to enhance service quality.

Skills

People management

Mortgage/Lending knowledge

Compliance understanding

Relationship building

Objection handling

Coaching skills

Job description

Client:

Together

Location:

Cheadle, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

e1ee6b319bd6

Job Views:

29

Posted:

22.03.2025

Expiry Date:

06.05.2025

Job Description:

Company Description

We’re Together – the market leading property finance experts with an entrepreneurial spirit. Based in Cheadle, South Manchester, we’ve been established since 1974 and have built a team of over 750 colleagues, who are passionate about supporting individuals and businesses achieve their property ambitions by making finance work for them.

We pride ourselves on our common-sense approach to lending and offer a range of mortgage and secured loan products to individuals and businesses who are typically underserved by mainstream lenders. Our customers are central to everything we do and we work hard to support them to turn challenges into opportunities which make our customers' property ambitions a reality.

We’re looking for great people from all backgrounds and experiences who love working together and putting our customers at the heart of everything we do – and that starts with our brilliantly different team of people.

Job Description

As an Intermediary Telephony Team Manager, you will focus your time on supporting, coaching and training a service team to ensure that broker partners receive exceptional service and that all team KPIs and SLA standards are achieved.

You will be responsible for supporting the team to deliver outstanding service through both reactive and proactive professional communication by developing skills congruent with the business needs, purpose and vision and promoting a culture of collaboration.

As an Intermediary Telephone Team Manager, we are looking for someone to:

• Lead an inbound telephony team, ensuring that team members are providing accurate product and criteria information to intermediary partners to maximise sales opportunities within the Intermediary Relations Channel.
• Be responsible for continually monitoring and improving SLA standards within a telephony based sales team to ensure that all Key SLAs are achieved.
• Support the team in maintaining SLA standards by answering inbound calls from intermediaries and responding to emails where required.
• Conduct regular side by side coaching and call collaboration sessions with team members providing feedback to drive confidence and quality of service to intermediary brokers.
• Hold monthly 1-2-1 sessions with direct reports to develop their underwriting, sales and regulatory knowledge and skills.
• Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate to enhance customer experience.

Qualifications

• Experience in people management
• Mortgage/Lending background
• An understanding of compliance and regulatory regimes
• Exceptional relationship building and communication skills
• Strong objection handling and problem solving skills
• Coaching skills

Additional Information

Benefits working at Together

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Buy & sell holidays
• Discretionary annual bonus
• Life assurance
• Critical illness cover
• Health cash plan
• Private medical insurance
• Free access to company holiday homes
• Travel season ticket loans
• Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

We care that you have a great experience with us at Together; if you need us to make any reasonable adjustments to make your experience easier, please let us know and we’ll do all we can.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.

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Created on 22/03/2025 by TN United Kingdom